Client Relationship Officer

Role - Client Relationship Officer

Location - Unit A, Cedar Court Office Park, Denby Dale Road, Wakefield WF4 3FU

Term time only working available

About Fusion Education People Solutions

We are a growing HR software and service provider to the education sector operating within the EdTech marketplace. Based in Wakefield, we are looking to appoint a client relationship officer for our group of companies focusing on SAM & SAM People (Staff Absence Management Limited) and FACE-Ed Limited, collectively known as Fusion Education People Solutions (FEPS).

The role is office based,

**Client Relationship Officer**

Staff Absence Management, or SAM as it’s better known, is online innovative staff absence management software developed specifically for schools and MATs. It was developed by CEO, an ex School Business Manager,, to tackle the challenges schools face. SAM is now the leading education absence management tool, supporting hundreds of schools, over 7000 users and monitoring over 56,000 employees. SAM automatically tells you when staff hit triggers, when tasks are due, centralises documents, provides reports, allows staff to request leave, track Term-time+ and TOIL and complete Return to Work documents. Make managing and monitoring attendance easy, save admin time and reduce supply costs.

For our employees we offer a supportive working environment with flexible hours and options to work term time only to fit around family commitments. There are always opportunities to train and develop and as we work across a number of different areas and get involved in different projects. Because of this we have a very happy and long standing team who are genuinely passionate about the job they do.

We are currently recruiting for an expanding organisation that is seeing exceptional growth and now requires an additional Client Relationship Officer to join the team.

This is an excellent opportunity for someone wanting to progress their career with a company that provides excellent training and promotes from within.

**Customer Relationship Officer**

**Role Requirements**:

- Be the first point of contact for your clients re. software issues and operational support.
- Follow up clients that are not engaging with the system or have chosen not to proceed with a further licence period.
- Maintain a retention log showing your engagement and follow up with you customer base.
- Triage low usage/complaints/user niggles. Investigate and resolve to ensure you exceed customers’ expectations.
- Log bugs and issues on DevOpps whilst providing regular updates to clients on the progress of investigation.
- Provide refresher training to new users of the SAM system as required in your customer base.
- Managing set-up /integration supported by the Helpdesk / Trainer team.
- Supporting with training of Helpdesk employees.
- Assisting Helpdesk / Sales with all existing client calls.
- Supporting with the development of technical briefings / scripts for training videos / newsletters and sharing these with your customer base.
- Supporting at webinars / roadshows as required.
- Upselling services to your customer base (eg. SAMpeople, OH, training, HR services, MIS link).
- Carrying out regular touch points with your customers as directed in the touchpoint programme.
- Hold regular meetings with line manager and other managers to discuss trends and new ideas to resolve issues.
- This is not an exhaustive list and may be updated as the business and individuals grow.

**Skills & Qualifications**:

- 5 GCSE’S grade 4 or above
- Good knowledge of MS office systems including Microsoft office, Word & Excel
- Previous experience in a customer support role.
- Passion for customer service and ‘first time resolution’.
- Ability to work as part of a team.

**Company benefits**:

- Support from both SAM and a partner organisations and assisted learning/coaching.
- Supported study and potential funding for external qualifications.
- A friendly team of colleagues
- A modern office with access to free parking
- Access to a BUPA Cashback scheme, following successful completion of probation
- Access to the People’s pension scheme
- 23 days holiday plus 8 days bank holiday
- Birthday day off

**Job Types**: Permanent, Full-time

**Salary**: £25,000.00-£28,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Wakefield, WF4 3FU: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location